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EXPLORING COMPUTERIZED TROUBLE TICKETING SYSTEM AND ITS BENEFITS IN VODAFONE GHANA
Blekinge Institute of Technology, Faculty of Computing, Department of Creative Technologies.
2016 (English)Independent thesis Advanced level (degree of Master (One Year)), 10 credits / 15 HE creditsStudent thesis
Abstract [en]

Today more than ever, Computerized Trouble Ticketing System is becoming a booming information technology system that makes the difference between staying in business in a competitive global telecommunication arena.

This quantitative exploratory survey utilised conveniently selected research subjects to explore computerized trouble ticketing system and its inherent benefits in Vodafone Ghana Plc. Cross section of vital data set collected with the aid of structured questionnaires haven been analyzed using descriptive statistics model.

The study revealed that, effective and efficient usage of computerized trouble ticketing systems benefit the company in terms of its customer satisfaction, competitive advantage and business intelligence in competitive telecom arena. Nevertheless, the smooth realization of these inherent benefits are constantly challenged by complexity in managing volumes of data generated, intense era of competition, high cost of trouble ticketing system, as well as, rapid technological obsolesce in computerized trouble ticketing applications in telecommunication market.

The study recommended for the quick and effective adoption of differentiation strategy, cost leadership strategy and customer relationship management, which are customer-centric measures that can build sustainable long-term customer relationship that can create value for the company, as well as, for the customers.

Place, publisher, year, edition, pages
2016. , 63 p.
National Category
Other Engineering and Technologies not elsewhere specified
Identifiers
URN: urn:nbn:se:bth-15315OAI: oai:DiVA.org:bth-15315DiVA: diva2:1147671
Subject / course
DV2505 Master's Thesis (60 credits) in Computer Science, Informatics
Educational program
IKAIN Informatics
Presentation
2016-12-02, 07:26 (English)
Supervisors
Note

This was Via Adobe Connect

The room was be opened from 09:30 CET (Central European time and thus local time in Sweden), and the presentations began at 10:00.

 

Available from: 2017-10-09 Created: 2017-10-06 Last updated: 2017-10-09Bibliographically approved

Open Access in DiVA

fulltext(600 kB)4 downloads
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File name FULLTEXT02.pdfFile size 600 kBChecksum SHA-512
fece80209137538e4eb76b484c69ab52e60350b14c890ee9ef5b0173e17389df378b1709ffeb04159f82b24feeddb111f7099b3babab9550da7249534b1056bc
Type fulltextMimetype application/pdf

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CiteExportLink to record
Permanent link

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Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf